Subject:::Comcast Investing Millions to Improve Bad Rep - CUSTOMER
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CUSTOMER
CUSTOMER : 10/28/2015 eNewsletter
 

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Not many people are fans of Comcast. One only needs to take a cursory glance at the Internet to find layers upon layers of Comcast hatred, a lot of it stemming from horrible customer service. That's why earlier this year, the company announced its plans for a $300 million upgrade to how it services its customers, and now the plans are starting to roll out.
Who's ready to go public with their love life? Match Group, the company behind 45 online dating services including OKCupid, Tinder and Match.com, decided to do just that by filing for an IPO. The goal of this initiative, according to the company, is "to reach connectivity worldwide," but with its users getting younger and younger, and a notable decline in email usage with those users, the company is concerned it could be losing a vital marketing tool. In a published report Match Group said:

Sponsored By: Infocision


Infocision




If you don't think that your ability to reach customers via mobile is important to your business, think again. As the recent American Consumer Satisfaction Index on e-business, and recent comments from social media giant Facebook, both illustrate, mobile has become a key - in many cases the key - method of communication for many customers. And it's become a key growth driver for many companies, including Facebook.
If I reach out to a company and they tell me my call may be recorded for training or quality purposes, I expect the resulting conversation to be exceptional. They've already set the standard for me, telling me that they train their people according to the interaction I'm about to have and that if it doesn't meet the standard, they are going to pay attention to quality improvements. If the interaction then falls short of my expectations, I get the impression the company doesn't care that much about my business.
Spreading good will just in time for the holidays is a shrewd move for REI. It's shutting its doors for Black Friday this year. The outdoor retailer announced its 143 stores will remain closed the day after Thanksgiving, the biggest shopping day of the year. Instead, REI is urging its customers to "opt outside" in lieu of shopping.
The secret to winning today isn't as much about who has the better lineup, but more about who the customer feels more loyal and appreciated by.

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